We performed a comparison between OpenText Service Manager and PagerDuty Operations Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The solution is simple to set up."
"Technical support is pretty good."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"It's easy to scale."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"It's pretty well-structured in modules."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Service Manager gives us a single system where everything is centralized in one base."
"It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
"The initial setup is a simple process."
"Notification is the most valuable feature."
"It has scaled well for us."
"PagerDuty is very stable and very reliable."
"The product has valuable on-call scheduling, escalation, and incident workflow management features."
"The product easily integrates with other solutions."
"PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"I don't see anything lacking."
"The interface could be better."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Pure cloud-based native functionality is lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Service Manager would be improved with access to automation."
"I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions."
"It cannot be integrated with our upgraded Jira system."
"It’s quite hard to reach the support team."
"Something that needs to be improved, is adding multilingual support."
"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
"The biggest area for improvement with PagerDuty is noise suppression. There have been a handful of incidents through our use of PagerDuty over the years where one incident may lead to 30 to 50 pages because you're monitoring all these different things, and each thing is an individual page. There should be the ability to set up paging tiers and group correlations between some of the different pages. That is something that would be really valuable. We should be able to say this one page may have a group or a tree of effective other pages that may tier off of it. So, if you see those pages independently, go ahead and alarm, but if you see this plus that, don't do that."
"The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this."
"I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense."
OpenText Service Manager is ranked 12th in IT Service Management (ITSM) with 48 reviews while PagerDuty Operations Cloud is ranked 1st in IT Alerting and Incident Management with 35 reviews. OpenText Service Manager is rated 7.2, while PagerDuty Operations Cloud is rated 8.8. The top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". On the other hand, the top reviewer of PagerDuty Operations Cloud writes "Effectively generates alerts for incidents, making it suitable for 24/7 monitoring of infrastructure". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas PagerDuty Operations Cloud is most compared with Opsgenie, ServiceNow, JIRA Service Management, Splunk On-Call and Everbridge IT Alerting.
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